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For most industries, a high-performing help desk is critical to maintaining the reputation and growth of an organization. Many organizations place a huge emphasis on exceeding the agreed upon service levels in order to keep their customers happy. While having to troubleshoot and resolve issues on support tickets is the primary responsibility of the help desk staff, a lot of times they end up spending more time tracking and managing tickets and less time focusing on the satisfaction of the customer.


Unfortunately, weak links in your help desk processes can create a large amount of manual employee administration, which can detract from the actual time spent on resolving customer issues. This is where optimizing key help desk support processes can improve performance and reduce human error, especially when you have the functionality of Microsoft Dynamics CRM on your side. In today’s blog we will discuss three tips you can do to optimize your help desk performance. Let’s get started!

Step 1 – Define the Proper Categories for Help Desk Requests

Every help desk should categorize their requests in order to better handle the customer’s issues when they submit a request via your website or contact your contact center for support. Proper request categorization helps the help desk administrator to sort the issue into knowledge buckets. These buckets will enable the proper routing of tickets to the help desk solution staff based on identified skill sets.

Categorizing help desk requests will enhance the ticket escalation process and reduce overall support costs. Some help desk request categories may include:

  • Functional (Not performing as expected)
  • Browser/operating System
  • Enhancements
  • Enterprise Applications
  • Desktop
  • Telecom
  • Printing
  • Mobile Devices
  • Infrastructure
  • Security
  • Account Management

Step 2 – Employ Knowledgeable Help Desk Administrators or Automate Request Assignment and Routing

To improve the performance of your help desk, automatically assign requests to a particular help desk solution staff based on predefined ticket routing business rules which includes and is not limited to request categories, help desk solution staff skill set, location and availability.

The main task of the administrator is not to solve the customer’s problem, but serves as a link to direct the customer to the proper help desk solution staff. Your help desk administrator should act as a coordinator, not as another help desk issue resource. If a knowledgeable help desk administrator is employed, sometimes it causes more problems than it solves because it places a bottleneck between the customer with the problem and the help desk solution staff with the solution and can sometimes cause a delay in resolving the problem for the customer.

Step 3 – Automated Ticket Creation for Common and Repetitive Service Requests

Common tasks such as setting up a new employee with system access, telephone, user IDs, passwords, network/internet access and access card can be automated. Automating repetitive service requests saves time for all involved.

Automated follow-up processes allow you to follow-up with customers within a certain amount of time to make sure their experiences with the organization are satisfactory.

That’s all for the blog today! Wondering how your company can use Dynamics CRM for a help desk solution? We’re happy to help. Contact PowerObjects today about developing a solution for your organization.

Happy CRM’ing!

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Joe CRM is a CRM superhero who runs on pure Microsoft Dynamics CRM adrenaline. As the face of PowerObjects, Joe CRM’s mission is to reveal innovative ways to use Dynamics CRM and bring the application to more businesses and organizations around the world.